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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) the Service Management plan
B) the policies, plans and procedures of each process or set of processes
C) an updated Operational Level Agreement
D) cost, organizational, technical and commercial impact

2. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking part in the planning of new IT services
B) through leadership and actions
C) by taking disciplinary action against underperforming employees
D) by outsourcing Change Management

3. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Service Level Agreement (SLA)
B) in the Service Management plan
C) in a Change request
D) in the Business Relationship Management process

4. What services can be left out of the Service Catalogue?

A) incidental services that are seldom delivered
B) no services
C) network-related services
D) services that are delivered to lessthen 10% of the Customers

5. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It shows that the highest possible quality level has been achieved.
B) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
C) It shows that a company manages IT Services according to an independently audited quality standard.
D) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.

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